Customer Success Manger

Job Description The Customer Success Manager (CSM) serves as a strategic partner to central station customers, dealers, and enterprise accounts, with a focus on adoption, retention, as well growth across the Resideo services platform. This is a customer-facing, strategic role that combines account management with light operational oversight to ensure successful onboarding and long-term customer outcomes. The CSM acts as a trusted advisor and collaborates cross-functionally to deliver a seamless customer experience.

The CSM is accountable for end-to-end customer lifecycle ownership, including onboarding, account health, retention, and operational readiness.

Job Description The Customer Success Manager (CSM) serves as a strategic partner to central station customers, dealers, and enterprise accounts, with a focus on adoption, retention, as well growth across the Resideo services platform. This is a customer-facing, strategic role that combines account management with light operational oversight to ensure successful onboarding and long-term customer outcomes. The CSM acts as a trusted advisor and collaborates cross-functionally to deliver a seamless customer experience.

The CSM is accountable for end-to-end customer lifecycle ownership, including onboarding, account health, retention, and operational readiness.

• Manage a portfolio of Alarm Net customers (central stations, dealers, enterprise accounts)
• Drive customer adoption, retention, and growth
• Serve as the primary point of contact for escalations and strategic alignment
• Lead Quarterly Business Reviews (QBRs) and customer performance discussions emphasizing customer outcomes and actions
• Drive customer health, retention, and expansion through:
• Proactive risk identification and mitigation
• Data-driven insights and recommendations

• Act as the voice of the customer across internal teams
• Translate customer feedback into actionable insights into product, service, and process improvements
• Partner with Product and Engineering to influence roadmap priorities

• Ensure successful customer onboarding and go-live readiness
• Validate system configuration, signaling and services alignment
• Support complex onboarding scenarios and escalations as needed

• Work closely with Sales, Product, Engineering, Escalation and Technical Support teams
• Align stakeholders to deliver consistent, high-quality customer experiences

• Identify opportunities to enhance onboarding, lifecycle engagement, and internal processes
• Contribute to scalable playbooks, frameworks, and automation initiatives
• Drive improvements in customer satisfaction (CSAT/NPS) and time-to-value

• 5+ years of experience in Customer Success, Account Management, or a related field
• Proven experience managing enterprise or high-value customer relationships
• Strong communication skills with the ability to engage at the executive level
• Ability to balance strategic account management with operational awareness
• Experience working cross-functionally in a matrixed organization

• Experience in the alarm/security industry, IoT platforms, or SaaS-based services
• Familiarity with customer success platforms (e.g., Gainsight)
• Experience with billing, account setup processes, or enterprise systems (e.g., SAP)
• Knowledge of monitoring, routing, or security service workflows

• Customer retention and churn reduction
• Adoption and growth within assigned accounts
• Time-to-onboard and time-to-value
• Customer satisfaction (CSAT/NPS)
• Accuracy of onboarding and system configuration

• Being part of a growing services business powering critical security infrastructure
• Work cross-functionally with product, engineering, and commercial teams
• Drive real customer impact across a strategic customer portfolio
• Opportunity to help shape scalable customer success frameworks

Resideo is a global leader in smart home and building solutions, with trusted brands including Honeywell Home, First Alert, and Resideo helping people feel more comfortable, secure, connected, and in control every day. Our products and…